Reputation & Reviews Coordinator

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Common Sail Investment Group

The Reputation & Reviews Coordinator leads Common Sail Investment Group’s review strategy across all brands and industries, ensuring that our communities and service lines maintain exceptional online visibility, credibility, and engagement. This role focuses on review generation, response, reporting and profile management, helping different leaders meet review goals and remain eligible for industry awards that recognize excellence in senior living and care services.

The ideal candidate is a strong communicator, organized project manager, and creative problem solver who is passionate about reputation management, customer engagement, and continuous improvement.

• Conduct routine audits of website review integrations.
• Partner with leaders to conduct direct review outreach efforts to residents, families, clients, and employees to ensure balanced and authentic representation of experiences.
• Develop, refine, and share review support tools such as QR code flyers, review request scripts, best practices guides, and trackers with leaders who own review goals as part of ongoing education.
• Attend regional leadership meetings to provide updates on review performance and offer ongoing guidance.
• Lead review training sessions for newly hired leaders, ensuring their understanding of key review platforms (Google, APlace For Mom , , Indeed, and Glassdoor).
• Set, track, and report ongoing review goals for senior living and care leaders, partnering with regional leaders to ensure accountability and support.
• Promote and maintain eligibility for industry-specific awards Caring Stars and APlace For Mom  Best of Senior Living awards by proactively managing review activity and goal achievement.

• Manage all incoming reviews (positive and negative) through Review Trackers
  , ensuring timely, HIPAA-compliant, and professional responses.
• Collaborate with operational and care leaders to gather context before responding to sensitive or negative reviews.
• Maintain tone and consistency across all responses, ensuring alignment with CSIG’s brand voice and compliance standards.

• Own and maintain consistent, optimized profiles across key online visibility platforms including Google, Bing, Apple Maps, and Waze
  .
• Ensure all community and company profiles remain verified, branded correctly, and functioning properly – including photo management and updates.
• Troubleshoot and resolve urgent profile issues (e.g., suspended or unverified Google listings) in partnership with platform representatives.
• Partner with the social media team to post timely, relevant updates to Google Business Profiles that highlight community events and successes.
• Support new property acquisitions by ensuring all relevant profiles are created, verified, and aligned with CSIG branding standards.

• Produce and maintain review performance dashboards and summaries for leadership visibility.
• Identify trends in review volume, sentiment, and response rates to guide process improvements.
• Continuously evaluate and optimize review generation, response, and tracking processes to increase efficiency and engagement.
• Maintain vendor relationships with platform partners and reputation tools (e.g.,
  Review Trackers
  ).
• Document processes, maintain training materials, and share learnings to strengthen team and organizational knowledge.
• Support cross-functional marketing and operations initiatives that rely on online reputation data.

• Some experience in online reputation management, digital marketing, and/or customer engagement preferred.
• Strong verbal and written communication skills with attention to tone, professionalism, and compliance.
• Demonstrated ability to train and coach others effectively.
• High level of organization and ability to manage multiple priorities and deadlines.
• Familiarity with review management tools (e.g.,
  Review Trackers
  ) and online listing…